Client Partner - Major AccountsEMN8

Seeking a Client Services professional with proven leadership of major accounts preferably involving Marketing, Operations, and Technology in the digital space

Key Duties & Responsibilities:

? Responsible for leading the overall program of an assigned set of strategic customers
? Accountable for customer satisfaction including retention and upsell
? Responsible for overseeing all strategic initiatives, marketing promotions, operational considerations, feature enhancements, sales growth efforts, and issue management
? Establish KPI?s and goals for each account and manage to them
? Drive ongoing analytics and performance reviews with insights informing future opportunities
? Possess a deep understanding of the customer, systems and processes that touch their applications, products and capabilities
? Drive ongoing analytics and performance reviews with insights informing future opportunities
? Address client concerns and ensure the resolution of issues in a timely manner, with follow-up when appropriate
? Evaluate problems to determine if it is a system issue or a setup issue
? Document system problems with enough detail for the product/development team to evaluate if it is a ?bug? or a system limitation
? Regularly report on performance to the customer, and quantify the value that we deliver to them
? Present a knowledgeable, efficient, and professional image of the company to the customer by handling business in a respectful and professional demeanor
? Looks for opportunities for organic growth within the customer base including identifying underperforming stores and recommendations to drive more sales
? Acts as the business stakeholder for custom development work
? Lead other contributors to the account including customer support, menu publishers, quality compliance testers, designers and developers
? Oversee the menu development, integration, and menu update processes including graphics modifications, menu details, and quality assurance testing

Skills & Qualifications:

? Project Management & Organizational Skills. Familiar with Microsoft Project or At Task, or similar Project Planning software. Individual must be able to manage multiple priorities and forms of communication without dropping the ?ball.?
? Self-Motivated. This person has to be capable of doing the job without needing you to look over his/her shoulder all of the time. He/she needs to be committed to putting their all into the job every day without close supervision
? Excellent Customer Service Skills. When problems arise with customers, this person is the one who has the potential to diffuse the situation or to exacerbate it. This person must be capable of making even the most difficult customers happy so that we can retain customers and grow business
? Integrity and Trustworthiness. Does what he/she says he/she will do. Shares the bad news with leadership early so corrective action can be taken. Always has alternative action plans
? Conflict-Resolution Abilities. He/she needs to be someone who can spot problems as they form and nip them in bud as well as someone who can deal with bigger conflicts when they do arise
? Knowledge of the Industry. He/she needs to be someone who is capable of answering the questions of customers, clients and staff members. The ideal person for the job is going to be someone who already has advanced or specialized experience in this industry. A thirst for more knowledge about the business is a plus
? Dependability. A dependable manager is someone who always shows up to work on time and is capable of being counted on to stay and get the job done.
?Team Player. This person has to be someone who is committed to working with a team aof people for the improvement of the whole business
? Optimistic Attitude. Individual is grateful for our customers and guests and does not view serving them as a burden. Always looking for ways to improve morale and processes.
? Accountable. Personally takes ownership for the customer relationship and deliverables that have been promised.
? Proactive Manager. This person operates proactively and minimizes fire drills. Maintains positive demeanor when the fire does hit to quickly communicate actions and move to a proactive posture.

REQUIREMENTS:

? Requires a bachelor's degree and at least 5 years of experience in the field or in a related area
? Restaurant operations experience preferred but not required
? Excellent oral and written communications skills
? Ability to effectively communicate over the phone, email, and web conference
? Experience managing direct reports (at least 2) is preferred, as well as working through others who do not report to you
? Detailed understanding of the digital space including web and mobile preferably in both a B2B and B2C business
? High-level understanding of technical concepts and ability to collaborate with technical resources to determine business value and impact
? High-level understanding of marketing concepts